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ITIL Foundation v3




The course covers the Service Lifecycle of ITIL which consists of the five phases the Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. The Service Lifecycle organizes activity around services as the services move from concept through the live environment and into retirement. It will also discuss the Core Concepts; the services delivering value to customers without requiring the customer to own specific cost and risks; the Service Management that specialized capabilities for delivering value to customers in the form of services.


Day 1

ITIL Introduction
  • ITIL Defined
  • Who needs ITIL?
  • Outline of Topics
  • Key Players
  • Foundation Certificate

IT Infrastructure Library
  • ITIL Background
  • ITIL version 3 books
  • Benefits of ITIL
  • Potential Pitfalls

IT Service Management Concepts
  • Service Management Defined
  • Services and Quality
  • Organization and Policies
  • Process Management

Service Desk Support
  • SD vs. Help Desk and Call Center
  • Functions and Activities of SD
  • Types of SD Rollouts
  • Service Desk Personnel
  • Critical Success Factors

Day 2

Incident Management
  • Overview of Incident Management
  • Incident Lifecycle
  • Incident Escalation
  • Functional vs. Hierarchical Escalation
  • Benefits, Costs, and Challenges

Problem Management
  • Problems Defined
  • Problem Management vs. Incident Management
  • Goals and Objectives
  • Problem Management Processes
  • The Problem Manager

Change Management
  • CM in a nutshell
  • Key Terminology
  • CM Actions
  • Change Manager Role

Release Management
  • Release Management Basics
  • Goals of RM
  • Release Types
  • Release Management Processes

Day 3

Configuration Management
  • Concepts and Objectives
  • Benefits of Configuration Management
  • Configuration Management Activities
  • Costs and Problems

SLA Management
  • Key Terminology
  • Goals and Scope of SLM
  • Costs vs. Benefits
  • The SLM Process
  • The Service Level Manager

IT Services Financial Management
  • Basic Concepts
  • Types of Costs
  • Goals of ITSFM
  • Processes and Activities
  • Possible pitfalls
Capacity Management
  • Basic Terminology
  • Benefits of Capacity Management
  • CM Subprocesses
  • Capacity Management Activities
  • Costs and Related Issues

Day 4

Availability Management
  • Availability Management in a nutshell
  • 3 key principles of Availability
  • Basic availability concepts
  • The Availability Process and Activities
  • Methodologies

IT Service Continuity Management
  • Overview
  • Types of Disasters
  • 4-Phase Process
  • Costs and Potential Problems

IT Security Management
  • The Big Picture (Terminology)
  • Security Controls
  • Security Management Process
  • Security and the SLA
  • Costs and Possible Pitfalls

Other Short Courses..

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i want to enroll this course but i want it through online course. is it possible? if so, how much?
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